Tools to take us forward

LEAN
LEAN principals, although originally designed to make manufacturing more efficient, have helped us to examine and review our service delivery and performance so that we eliminate waste (materials, costs and time) and become more customer focused.

We implemented a LEAN review to our responsive repairs service in 2006. The pilot project enabled us to successfully streamline our process whilst achieving high levels of customer satisfaction. We extended the LEAN review to other key service areas including voids and disabled facilities grant adaptations and established a team of LEAN Champions who would promote and support teams through the review process.

In 2008, we were finalists in the Midlands Excellence Award for LEAN projects.